You may encounter issues logging into the application. If your credentials appear invalid, an error message displays stating “Invalid username or password.” Proceed with the following steps to generate a diagnostic report.

To generate diagnostic reports from the login page:

  1. Click the Generate diagnostic report icon that displays next to the error message.

    The Technical Difficulties? pop-up displays.
  2. Click the GENERATE button.
    The .zip file downloads and is saved in your desktop folder. The application cache and raw log files are stored in the following locations depending on whether you are using Mac or Windows:
    For Mac users
    • ~/Library/ApplicationSupport/VidyoNeo

For Windows Users

    • %APPDATA%\VidyoNeo
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    Jamie Aldana

    Hello in my case folder has a space in Vidyo Neo folder

    • %APPDATA%\VidyoNeo <- Failed
    • %APPDATA%\Vidyo Neo <- Working

      Vidyo Neo Version 17.1.0.2067
    Edited by Jamie Aldana
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